Re: [cisco-voip] UCCX Call Park

[Derek Andrew]

When the call comes in, play the menu, and route the call, but why go to
all the trouble of the intercom?

Why not just transfer to a phone that rings? The Department would know it
was for them and could pick up the call without all the extra procedure of
a park/retrieve.

Way simpler, less costly, and everyone understands a ringing telephone.

derek

On Wed, Feb 24, 2016 at 3:21 PM, John J  wrote:

> Have a customer that would like to not even have any agents.  They're a
> retail store, so they'd like to:
>
> 1. Have a call come in and play a menu
> 2. Depending on the option they choose, be routed to a department
> 3. When routed, they'd like the call to be queued/parked and have it
> announce over their intercom system on how to retrieve the call.
> 4. Pick up the call.
>
> Anyone do something like this before?  What's the best way to achieve this?
>
> Sample scripts are welcome. :-)
>
> Thanks.
>



-- 
Copyright 2016 Derek Andrew (excluding quotations)

+1 306 966 4808
University of Saskatchewan
Peterson 120; 54 Innovation Boulevard
Saskatoon,Saskatchewan,Canada. S7N 2V3
Timezone GMT-6

Typed but not read.
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Re: [cisco-voip] UCCX Call Park

[Ryan Huff]

John,

You might consider a phone-only agent; still someone logging in technically but 
your agents aren't dealing with agent software at least -and makes it a little 
easier to contain the solution in UCCX.

I've implemented it this way in a small retail shop and the phone just remained 
login for the day and login/logout was implemented as part of the store 
open/close procedure. Obviously skews a lot of reporting metrics but kept the 
associates away from telephony software.

For notifications I did an http trigger to a script hosted on 
tropo.com that did an SMS blast to associate mobiles that 
were subscribed to a notify list. Once notified, the associate picked up the 
phone (which is really a logged in phone-only agent) and it dequeued the call 
to be answered like normal.

Automatic IP phone intercom may be possible via API access with something like 
SingleWire advanced notification.

Sent from my iPhone

On Feb 24, 2016, at 4:44 PM, John J 
> wrote:

Anthony/Shirryn, thanks, but looking to do it cheaper with UCCX.

Ryan, correct, having store reps login to a queue wouldn't be good for anyone 
involved.

I'll whip something up in UCCX as I don't think it'll be difficult, just was 
hoping someone had a sample script.

Thanks.

On Wed, Feb 24, 2016 at 4:38 PM, Ryan Huff 
> wrote:
What is the primary reason for customer not wanting agents, is it the fact of 
not wanting users to have to navigate agent software (CAD/Finesse)?

Thanks,

Ryan

> On Feb 24, 2016, at 4:21 PM, John J 
> > wrote:
>
> Have a customer that would like to not even have any agents.  They're a 
> retail store, so they'd like to:
>
> 1. Have a call come in and play a menu
> 2. Depending on the option they choose, be routed to a department
> 3. When routed, they'd like the call to be queued/parked and have it announce 
> over their intercom system on how to retrieve the call.
> 4. Pick up the call.
>
> Anyone do something like this before?  What's the best way to achieve this?
>
> Sample scripts are welcome. :-)
>
> Thanks.
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Re: [cisco-voip] UCCX Call Park

[John J]

Anthony/Shirryn, thanks, but looking to do it cheaper with UCCX.

Ryan, correct, having store reps login to a queue wouldn't be good for
anyone involved.

I'll whip something up in UCCX as I don't think it'll be difficult, just
was hoping someone had a sample script.

Thanks.

On Wed, Feb 24, 2016 at 4:38 PM, Ryan Huff  wrote:

> What is the primary reason for customer not wanting agents, is it the fact
> of not wanting users to have to navigate agent software (CAD/Finesse)?
>
> Thanks,
>
> Ryan
>
> > On Feb 24, 2016, at 4:21 PM, John J  wrote:
> >
> > Have a customer that would like to not even have any agents.  They're a
> retail store, so they'd like to:
> >
> > 1. Have a call come in and play a menu
> > 2. Depending on the option they choose, be routed to a department
> > 3. When routed, they'd like the call to be queued/parked and have it
> announce over their intercom system on how to retrieve the call.
> > 4. Pick up the call.
> >
> > Anyone do something like this before?  What's the best way to achieve
> this?
> >
> > Sample scripts are welcome. :-)
> >
> > Thanks.
> > ___
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> > cisco-voip@puck.nether.net
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>
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Re: [cisco-voip] UCCX Call Park

[Anthony Holloway]

I have seen the Syn-Apps Park-N-Page

application used in retail for this exact feature.  However, it looks to be
defunct now.

But that's ok, because SingleWire has you covered
.

You'll need the Advanced license to unlock this feature, and you can always
try before you buy, by enabling advanced license in a 30 day trial period
on your free Cisco Paging Server (InformaCast Basic).  Tell them Anthony
sent you.  ;)

If you are looking for a pure UCCX solution, I believe that it would be
possible, but I have not personally seen it done.



On Wed, Feb 24, 2016 at 3:21 PM, John J  wrote:

> Have a customer that would like to not even have any agents.  They're a
> retail store, so they'd like to:
>
> 1. Have a call come in and play a menu
> 2. Depending on the option they choose, be routed to a department
> 3. When routed, they'd like the call to be queued/parked and have it
> announce over their intercom system on how to retrieve the call.
> 4. Pick up the call.
>
> Anyone do something like this before?  What's the best way to achieve this?
>
> Sample scripts are welcome. :-)
>
> Thanks.
>
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>
>
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